Customer Experience Tip #1008

When dealing with a frugal customer, acknowledge their frugality. Instead of judging their intentions or behavior, simply demonstrate a sense of partnership in their quest to experience value.

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Customer Experience Tip #1007

Nothing says, “I’m not fully present for this phone customer phone call” quite like the sound of a clicking mouse or the tapping of keyboard keys. Unless you’re doing something FOR that person (and they’re made fully aware of that), turn off the screen and give that customer, client, or prospect your undivided attention.

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Customer Experience Tip #1006

No need to wait for a birthday or special holiday. When you come across something you know a favorite client would love receiving, go ahead and surprise them with it … just because.

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Customer Experience Tip #1005

How frictionless is your customer experience? Will they easily find a parking spot if they decide to visit … or get frustrated as they drive around in circles? Will the lack of free shipping compel them to shop your competition? Will they hang up halfway through your company’s brilliant and original statement, “Please listen closely as our menu options have changed?” Choose to make the process of being your customer an effortless one; one without friction.

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Customer Experience Tip #1004

“We strive to take the human emotion out of business, but in my view it is human emotion that makes business and each one of us the people we are.”

–Frank Eliason, Sprinklr

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Customer Experience Tip #1003

How available would your prospects and customers say you are? Can they reach you on the phone when they need something? Can they expect a same-day return e-mail? Are you willing to take a face-to-face meeting if that’s what they really need? What do customers expect? They expect you — or at least someone on your team — to be readily available.

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Customer Experience Tip #1002

Instead of saying, “Hold on” to that caller — which can sound curt — ask, “May I put you on hold for a moment while I locate your party?” AND wait for the yes.

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Customer Experience Tip #1001

Because you do what you do each and every workday, observing customer behaviors, you have the ability to anticipate the needs of your customers. You’ve seen “it” a thousand times before. But are you acting upon what you know and WOWing them by anticipating those needs? Remember, your customers didn’t attend customer school. You have a unique opportunity to demonstrate that you know your customers … perhaps better than they know themselves.

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Customer Experience Tip #1000

Imagine if everyone on your team had the goal of being “Day-makers” for your customers. Imagine if your staff regularly brainstormed on how to be a hero to those doing business with you. Now imagine how much loyalty that type of behavior and subsequent culture could create amongst customers … and employees alike.

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Customer Experience Tip #999

“Customer experience is where process meets design and art. It is about creativity and innovation put into a system that allows you to build unique and memorable moments that people crave, and compels them to need to enjoy again. You have to be an artist to build an incredible Customer experience.”

–John DiJulius, Bestselling Author

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